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Job description
This position will be fully remote and can be hired anywhere in the continental U.S.
The Manager, Cyber Operations role is to oversee the Optiv Cyber Operations Client Success Management team in alignment with the business objectives of the organization. The position is responsible for activities related to maintaining and expanding customer relationships and reestablishing those that have lapsed. The position will take the lead in working cross functionally to resolve key customer challenges. They support initiatives and other priorities by injecting the customers' perspective into the service development and deployment process. The role requires involvement with key stakeholders and maintains a positive relationship with clients while serving as an escalation point for service delivery. This person will also define policies, procedures, and best practices. The position is closely involved in helping to mentor, develop and evaluate employee performance as well as helping with development and continuous improvement of the Cyber Operations services.
How you'll make an impact
Lead and inspire the client success team
Responsible for the overall Cyber Operations client life cycle management
Ensure client expectations are set, understood, agreed upon and met
Build and improve integration process as needed to continue to improve service efficiency, effectiveness and client satisfaction
Drive the responsiveness to the client(s) of the entire Cyber Operations organization
Monitor service delivery for contractual compliance
Provide input to and help deliver transition plans from a customer deliverable point of view
Make recommendations for contract changes that can improve service, increase revenue and improve customer satisfaction
Serve as a point of contact for service levels, escalations and issues for the customer
Working knowledge of business processes and workflows along with the ability to communicate them in lay person’s terms
Develop service action plans based on root cause analysis, trends and customer inputs
Communicate service interruption, root cause analysis, action plans, capacity/performance trend analysis
Provide timely, accurate and relevant internal and external reporting
Provide appropriate account specific information to service suppliers
Ensure communications on day-to-day service operations are delivered to appropriate customer staff
Deliver cost effective, standard customer measurements in line with contracted commitments
Coordinate actions between clients and the appropriate service delivery departments to ensure needs are met
Performs other duties as assigned
Complies with all policies and standards
What we're looking for
Bachelor's Degree from four-year college or university Information Technology, Information Security/Assurance, Engineering or similar area of study required
4-7 years experience in service delivery management required
4-7 years Project Management experience required
4-7 years Information Technology experience required
CompTIA Security+ Certification One or more certifications in Security/Networking Upon Hire preferred
CISSP Certified Information Systems Security Professional One or more certifications in Security/Networking Upon Hire preferred
GSEC Upon Hire preferred
GCIA Upon Hire preferred
GCIH Upon Hire preferred
Certified Project Management Professional (PMP)-PMI Upon Hire preferred
Team-oriented and possess excellent problem solving, interpersonal, verbal and written communication skills
What you can expect from Optiv
A company committed to our inclusive value through our Employee Resource Groups
Work/life balance
Professional training resources
Creative problem-solving and the ability to tackle unique, complex projects
Volunteer Opportunities. "Optiv Chips In" encourages employees to volunteer and engage with their teams and communities.
The ability and technology necessary to productively work remotely/from home (where applicable)
EEO Statement
Optiv is an equal opportunity employer. All qualified applicants for employment will be considered without regard to race, color, religion, sex, gender identity or expression, sexual orientation, pregnancy, age 40 and over, marital status, genetic information, national origin, status as an individual with a disability, military or veteran status, or any other basis protected by federal, state, or local law.
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Who can apply
Review the original listing for work authorization, qualifications and employer requirements.